Migrate from Vision Helpdesk to Zendesk

Vision Helpdesk Client records (end-users and staff) map to Zendesk End User records. We export via CSV with column mapping or the REST API where available, mapping contact details (name, email, phone, address) to the standard Zendesk user fields. Multi-domain scoped Clients inherit their domain association which maps to the Organization lookup if domain-based organization grouping is configured in Zendesk.

Vision Helpdesk Organizations (client companies linked to one or more Clients) map directly to Zendesk Organizations. For multi-company Vision Helpdesk instances, each Vision Organization becomes a separate Zendesk Organization with domain-based assignment configured in Zendesk Admin Center. Clients are linked to their Organization by email domain or explicit lookup during import.

Vision Helpdesk Incidents map to Zendesk Tickets with the following field mapping: priority (priority field), status (ticket status: New, Open, Pending, Solved, Closed), assigned staff (assigned_agent_id via User lookup by email), and custom labels (to Zendesk tags). SLA metadata from Vision Helpdesk custom fields migrates to a custom SLA tier field on the Zendesk ticket. Private comments (staff-only notes) require a scoping decision: they merge into the Zendesk comment thread with author visibility set to internal, drop, or promote to the Zendesk ticket's internal_notes field. The chosen policy applies consistently across all tickets.

Vision Helpdesk Solutions (knowledge base articles) with category hierarchy map to Zendesk Guide Articles organized under Sections and Categories. We export via CSV with article body, title, and category placement, then create Articles via the Zendesk Guide API. Article author is mapped from the Vision Helpdesk staff Client to a Zendesk user lookup. Article status (draft/published) maps from Vision's publication flag to Zendesk's draft or published status.

Vision Helpdesk staff agents (with roles and permissions) map to Zendesk Agents. We export agent names, email addresses, and role assignments via CSV. The Zendesk destination requires the admin to pre-create Agent profiles with the correct role (Agent, Admin) before migration, because Zendesk does not create agents via the import endpoint. We resolve each agent by email match and assign the corresponding Zendesk role.

Vision Helpdesk custom labels, tags, and flags stored as comma-separated or multi-value fields normalize to Zendesk Tags. Tags in Zendesk are flat and applied at the ticket level, so Vision's label hierarchies (if any) flatten to dot-separated tags or split into multiple tags at the customer's choice during scoping.

Vision Helpdesk custom fields (text, textarea, checkbox, radio, select, multi-select, datetime, note) on Incidents, Clients, and Organizations map to Zendesk ticket fields or user/organization fields of equivalent type. We pre-create Zendesk custom fields with matching types before import so the import API accepts the field values without type mismatch errors. Required field conditions in Zendesk are temporarily relaxed during migration to avoid record rejection on partially-populated historical data.

Vision Helpdesk Contract Management records (agreement terms linked to clients or organizations) export via the same CSV mechanism. Zendesk does not have a native Contract object. Contracts are mapped to a Zendesk Custom Object (Enterprise Suite) or to a structured custom ticket field on related tickets, depending on the destination plan. If the customer is on Suite Team or Growth without custom objects, we store contract details on a multi-line text field or as a JSON blob in a custom field for reference.

Vision Helpdesk Asset Management and CMDB records (PINKVerify Certified) with configuration items, auto-discovery links, and organization associations export via CSV. Zendesk's standard and Growth plans do not include a native asset management module. Assets migrate to a Zendesk Custom Object (Enterprise Suite) with fields for asset name, type, configuration item details, and organization lookup. For non-Enterprise destinations, we store asset records in a structured custom ticket field and deliver a written asset schema for future asset management integration.

Vision Helpdesk Live Chat Software transcripts (visitor conversations, round-robin routing data) export via CSV. Zendesk does not natively migrate chat transcripts as a separate object. Chat transcripts migrate to Zendesk Tickets with the channel set to chat, preserving conversation text, timestamps, and agent attribution. Visitor information links to the corresponding Zendesk End User if an account exists.